Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

Afridi, Sajjad Ahmad; Shahjehan, Asad; Haider, Maqsood; Munawar, Uzma

doi:10.34091/ajss.13.1.09

Cited by 3 publications

(2 citation statements)

References 38 publications

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“…As suggested by SPC theory, an engaged employee would lead to customers' satisfaction and repeat purchase behavior (Brodie et al, 2011;Frennea et al, 2014) supports the finding of the first hypothesis. The finding was also consistent with previous findings of (Afridi, Shahjehan, Haider, & Munawar, 2020). Moreover, the mediating effect of CE between the association of EE and CL was examined.…”

Section: Discussionsupporting

confidence: 91%

Employees’ Engagement and Customers’ Loyalty for Utilitarian Services: A Moderated Mediation Model

Afridi

Khan²,

Javed

et al. 2021

HSSR

Self Cite

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Purpose of the study: The present study aimed to determine the impact of employee engagement on customers’ loyalty through customers’ engagement. Moreover, this study also aimed to examine the moderating role of customers’ trust and the mediating role of customers’ engagement on the relationship between employees’ engagement and customers’ loyalty. Methodology: The data were collected from 220 insurance service users through a non-probability sampling technique. Data reliability and validity were confirmed through Cronbach’s alpha and confirmatory factor analysis and hypotheses were tested through Andrew F. Hayes model 7. Main Findings: Results show a significant direct effect of employee engagement on customers’ loyalty. Moreover, the findings confirmed the significant role of customers’ engagement as a mediator between employee engagement and customers’ loyalty. Results also confirmed customers’ trust moderating effect between employee engagement and customers’ engagement. Furthermore, the result confirmed the mediation of trust-based-customers engagement between the link of employee engagement and customers’ loyalty. Applications of this study: This study would have some positive repercussions for utilitarian services such as insurance services providers. For instance, this study's findings revealed the process through which companies can make customers more loyal. Insurance companies through their employees' engagement and customer engagement can make a dyade that can better explain customers’ loyalty. Novelty/Originality of this study: This study explored the underlying mechanism that links employee engagement to customers’ loyalty. Moreover, this study introduces a new term “trust-based engagement” as an important attribute in enhancing customers’ loyalty in general and particularly for insurance companies.

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Section: Discussionsupporting

confidence: 91%

Employees’ Engagement and Customers’ Loyalty for Utilitarian Services: A Moderated Mediation Model

Afridi

Khan²,

Javed

et al. 2021

HSSR

Self Cite

View full text Add to dashboard Cite

show abstract

“…Businesses are facing increasing pressure from stakeholders to adopt sustainable practices in their operations, as these practices play a vital role in achieving competitive advantage, generating profits, and enhancing relationships with customers (Afridi et al, 2018). Previous empirical and theoretical research has highlighted the numerous benefits that businesses can derive from engaging in CSR efforts.…”

Section: Hypotheses Developmentmentioning

confidence: 99%

The role of CSR in sustaining corporate brands in the global market: The perspective of telecommunication companies in Ghana

Wu,

Amoasi

2023

Corp Soc Responsibility Env

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In recent years, the concept of corporate social responsibility (CSR) has gained significant attention. Companies now utilize CSR to strengthen their relationships with stakeholders and gain a competitive advantage. While CSR is more widely embraced in developed countries, developing markets like Ghana often overlook its potential benefits. This study examines the direct impact of CSR elements on brand sustainability. Additionally, it explores the moderating role of absorptive capacity in the relationship between brand sustainability and CSR. Data was collected from three hundred and fifty (350) questionnaires distributed to employees of Ghana's three most widely used telecommunications networks. The measurement model and hypothesis testing were evaluated using structured equation modeling PLS. The research findings indicate that CSR initiatives have positive and significant effects on the sustainability of social, environmental, and brand systems. Specifically, the economic dimension exhibited a negative correlation with brand sustainability in the MTN network, while the social dimension showed a positive relationship with each telecommunications network separately. The study concludes that absorptive capacity positively influences brand sustainability across all networks. Furthermore, the findings suggest that absorptive capacity beneficially modifies the environmental component of CSR and brand sustainability. Based on the study, it is recommended that service managers make concerted efforts to enhance customers' perception of the company's social concerns through various CSR initiatives.

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Nurturing environmental champions: exploring the influence of environmental-specific servant leadership on environmental performance in the hospitality industry

Afridi,

Ali,

Zahid

2023

Environ Sci Pollut Res

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Test of Mediation and Moderation between Employee Empathy and Customers’ Advocacy

Cited by 3 publications

References 38 publications

Employees’ Engagement and Customers’ Loyalty for Utilitarian Services: A Moderated Mediation Model

Employees’ Engagement and Customers’ Loyalty for Utilitarian Services: A Moderated Mediation Model

The role of CSR in sustaining corporate brands in the global market: The perspective of telecommunication companies in Ghana

Nurturing environmental champions: exploring the influence of environmental-specific servant leadership on environmental performance in the hospitality industry

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